Loop Returns handles returns and exchanges for Shopify stores. With the Loop integration, when a customer's return is refunded as credit rather than to their original payment method, and the return is closed in Loop, Wrapped creates a gift card for that credit, adds it to every connected sales channel and emails it to the customer. The customer can then spend the credit in store and online. The integration needs the Pro plan or above and a Shopify store connected to Wrapped.
Before you start
- Plan: Pro, Plus or Enterprise.
- Shopify: your Shopify store must be connected to Wrapped. The Loop webhook URL is created for your connected Shopify store; if more than one Shopify store is connected, Wrapped uses the first one. See Connect Shopify.
- Turn off Shopify gift cards in Loop: contact Loop at support@loopreturns.com and ask them to disable Shopify's native gift card refunds for your store. Otherwise Loop also creates a Shopify gift card and the customer gets the credit twice.
- Access: you need to be an Owner or Admin in Wrapped and able to manage webhooks in Loop.
Set up the integration
- In Wrapped, go to Settings › Integrations and API keys and click Install on the Loop row.
- In Install Loop, copy 1. Webhook URL.
- In Loop, go to Settings › Developers (admin.loopreturns.com/settings/developers) and click Create Webhook.
- In Event, choose Return closed.
- In URL, paste the Webhook URL from Wrapped, then click Add.
- Copy the webhook secret that Loop shows.
- Back in Wrapped, paste it into 2. Webhook secret and click Install Loop. The Loop row shows Installed.
- In Loop, open the Return closed webhook and click Activate.
If 1. Webhook URL keeps showing "Loading…", Wrapped can't find a connected Shopify store. Connect Shopify at Settings › Sales channels, then open the Loop dialog again.
How a return becomes a gift card
- The customer starts a return in Loop's returns portal with their order number and zip or postal code, chooses the items, answers Loop's questions, chooses Loop's store credit refund option and submits the return.
- You process the return in Loop.
- When the return is closed, Loop notifies Wrapped. Wrapped checks the notification's signature with your webhook secret and ignores anything it can't verify.
- Wrapped creates a gift card for the credit amount, and emails it to the customer once it has been added to your sales channels.
You can find the gift card in Gift cards › All gift cards. It has:
| Detail | Value |
|---|---|
| Amount | The credit amount on the Loop return |
| Currency | The currency of the original Shopify order |
| Recipient | The customer's email from Loop and the name from the Shopify order |
| Notes | "Loop return" with Loop's return ID |
| Timeline | "gift card created from Loop return" |
| Expiry | Your default expiry from Settings › Gift card rules, if you have one |
Wrapped also links the gift card to the original order and marks that order as refunded in Wrapped.
The customer receives your standard gift card email. Change its design and wording under Branding › Emails. See Customize your gift card emails.
Gift cards created from Loop returns count toward your monthly gift card allowance. See How the monthly gift card allowance works.
Change the secret or uninstall
- See your settings: click Settings on the Loop row to copy the Webhook URL and the saved webhook secret.
- Use a different secret: uninstall Loop in Wrapped, then install it again with the new secret from Loop.
- Uninstall: click Settings on the Loop row, then Uninstall Loop, and confirm with Uninstall. Wrapped stops creating gift cards from Loop returns. Gift cards already created keep working. Deactivate the webhook in Loop as well.
Troubleshooting
| What you see | Why | What to do |
|---|---|---|
| No gift card after a return was closed | The Return closed webhook isn't active in Loop, or the secret in Wrapped doesn't match Loop's | Check the webhook is active in Loop. If you created a new webhook in Loop, uninstall and reinstall Loop in Wrapped with its secret. |
| No gift card, webhook and secret are correct | Wrapped couldn't find the original order on your connected Shopify store, for example because it was placed on a different store | Issue a gift card manually for the credit. See Issue a gift card from the dashboard. |
| No gift card, and Loop was set up before a change of Shopify store | The Webhook URL belongs to a Shopify connection that's no longer active | Copy the Webhook URL from Wrapped again and update the webhook in Loop. |
| The customer got a Shopify gift card as well as a Wrapped one | Loop's Shopify gift card refunds are still on | Ask Loop to turn them off, and void the duplicate gift card. |
| The gift card was created but the customer didn't get the email | The email was filtered or delayed, or the gift card email is turned off | See A customer didn't receive their gift card email. |
Common questions
Does Loop work without Shopify?
No. Wrapped matches each Loop return to the original order on your connected Shopify store.
Do refunds to the original payment method create gift cards?
Wrapped creates gift cards for the credit on a return. Refunds to the customer's original payment method are handled by Loop and Shopify as usual.
Can the customer spend the credit in store?
Yes. The gift card is added to every sales channel connected to Wrapped, such as Shopify POS or Lightspeed, so it can be used wherever those channels accept gift cards.
Can I test the integration?
Use a real, low-value order on your live store, return it for credit in Loop and close the return. Void the test gift card afterwards; voided cards don't count toward your allowance.